Complaints Procedure

Table of contents

1. How we will handle your complaint

Cheval Legal Limited are committed to providing a high standard of service to everyone. However, we recognise that things can go wrong from time to time. If at any point you become unhappy or concerned about the service we are providing then you should inform us immediately. Upon receipt we will endeavour to review and consider the same to best resolve those concerns.

If you are reading this, you may have experienced one of those unfortunate occasions, where things may not have gone as you would have expected and for that we are sorry.

This document explains how we will deal with your complaint. It also informs you of what you are able to do if you are not satisfied with how your complaint has been resolved.

We will not charge you for handling your complaint.

In the first instance it may be helpful to contact the person to whom is working on your case to discuss your concerns. Should you not be satisfied or alternatively wish to then please thereafter refer to their Supervising Solicitor. This information is available in the engagement letter sent to you at the beginning of your claim.

If your complaint cannot be resolved at this point of contact then we would ask that you follow our Complaints Process as follows:

2. How to make a formal complaint

You can make your complaint by:

To allow us to investigate and resolve your complaint fully and efficiently it will help if you provide as much information as possible and tell us how you would like us to resolve the same.

3. What happens next?

  • We will send an acknowledgement of your complaint to you in writing within 5 working days of receipt.
  • Responsibility for investigating your complaint will be assigned to our Complaints Manager, Jodie Hudson, who would not have been directly involved in the events that led to your complaint.
  • As part of our investigation we will review the relevant information on our systems and any information provided by you as part of the complaint. Please note that we may contact you to obtain further information, where appropriate.
  • We will always aim to provide a written Final Response to your complaint within 4-6 weeks of the date your complaint was received. This will outline the investigation undertaken and the outcome of your complaint. If we are unable to do this we will send you written confirmation of this, explaining why and confirming when we expect to be able to provide a full response.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the ​Solicitors Regulation Authority​.

4. What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

5. Complaints about costs

If your concern relates to a bill then you have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note that the Legal Ombudsman may decide not to consider any complaint you may have about a bill which has already been referred to the court for assessment.

6. Alternative dispute resolution

Other complaints bodies, known as Alternative Dispute Resolution (ADR) providers, exist, such as Pro Mediate (www.promediate.co.uk), which are competent to deal with complaints about legal services, should both you and our firm agree to use such a scheme. You can find out more about ADR online.

We do not agree to use Pro Mediate or any other company within the ADR scheme, as we believe the Legal Ombudsman scheme is the most suitable body for complaints about legal services in the United Kingdom. We will fully co-operate with the Legal Ombudsman should you choose to contact them.

7. Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.

This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority:

Cheval Legal Limited is a limited company registered in England and Wales (no. 12093338) with its registered office at Suite 103, 4 Montpelier Street, London SW7 1EE, VAT number 348 571 864. Cheval Legal is authorised and regulated by the Solicitors Regulation Authority, SRA no. 667127

© 2019 Cheval Legal Limited. All rights reserved.